User Experience

In December of 2004, the Office of Management and Budget (OMB) issued the first Policies for Federal Public Websites. Over the past decade, we’ve seen technology completely transform how government delivers information and services to the public. On this 10-year anniversary, we’re taking a walk down memory lane to recap some of the pivotal moments

In May 2015, we are hosting the second DigitalGov Citizen Services Summit. This round we are looking to you—federal innovators across government—to help build the agenda.

In one sense, almost any type of user research is crowdsourced—you’re talking to people and using that information to improve your system. But in a true sense, crowdsourcing is more than just collecting information, it’s collaborating on it. We want to have real conversations, not one-time emailed suggestions without followups. So here’s a few tidbits

This past year DigitalGov University has hosted at least one Usability event per month and we thought we’d give you a round-up of those events. After all, November 13th was World Usability Day. Since this year’s theme of World Usability Day is Engagement it would be great to take a look at the event recap

The Federal User Experience (UX) Survey helpsus to learn how we can best improve the effectiveness, ease-of-use, and value of federal digital systems by connecting their teams to their customers.

In the mobile world, every second matters. Mobile users are a finicky bunch. They want their information anytime, anywhere and quickly. As members of the MobileGov Community of Practice have noted last year, mobile user experience is about emotion. If that emotion is not happy, you will lose the user. For this month’s DigitalGov user

Bob goes to a popular federal government site, using his assistive technology, and starts reading a teaser for an article. Just below the teaser, there’s an embedded video on the page. He presses the tab key, trying to navigate to a link for the full article, but suddenly he’s trapped—he can’t tab past the video.

After struggling with jargon-filled solicitations and a confusing website, some applicants were ready to give up on seeking grants from the Institute of Education Sciences (IES). Their complaints prompted a Plain Language makeover for the Institute’s funding materials. As the research arm of the U.S. Education Department, IES’s mission is to provide rigorous and relevant evidence

There are many buzzwords thrown around in the digital government universe, but the most impactful ideas are rooted in one action: engagement. Whether it is a tweet, a mobile app, or a community of practitioners, every digital program or service requires interaction between an organization and its customer. Engagement is also the foundation of all

Whether they pop up while perusing an e-commerce site or land in your inbox after your bumpy flight in from Chicago, surveys are used in many different industries to gauge customer satisfaction and glean insight into user motivations. They are a useful tool in the kit of a user experience designer or anyone

One challenge with digital government: it’s hard to see people. If you work at a U.S. Post Office, you interact with your customers, talk with them, and even see what they are feeling by looking at their faces. You can understand their experience fairly easily. In the digital world, technology decreases physical distance but increases

Thanks to the power of open data and APIs, federal agencies can now register their mobile native apps and websites on the Federal Mobile Products Registry and have them appear on the USA.gov Federal Mobile Apps Directory (formerly USA.gov Apps Gallery).

Uncovering meaningful analytics from months or years of Web metrics is daunting, at best. So how do you make great Web improvements using metrics? Whether you’re just getting started in Web analytics or you want to take your program to the next level, you should focus on

They say that customer experience (CX) is the new marketing. People will tell their friends about their experience with your agency, and social media makes it easy to broadcast whether the experience was easy and enjoyable, or terrible. In 1992, Congress proclaimed the first full week in

Recently, I was designing new outreach materials and needed a way to connect this offline collateral with my agency’s digital content. Using a QR (or Quick Response) code immediately came to mind, followed by the question, “Are QR codes still relevant?” Opinions differ on their utility and I couldn’t find any objective data on how

Building off the great discussion started around Customer Experience, we’re looking at the difference between User Acceptance Testing and Usability Testing.

Meet Hannah Rubin, who works in the Congressional Research Service (CRS) at the Library of Congress. She’s the focus of this month’s Member Spotlight. In addition to her “real” job, she’s also currently working as a “20%-er” with the

Six months ago, we launched this DigitalGov.gov platform to support federal agencies in delivering 21st century digital services and information to the public. It seems a good time to share some of the thinking that went into the development of the platform, and what we’ve learned so far.

How do you find participants for your usability studies? I spoke recently with the User Experience Community of Practice about how we recruit participants for usability and cognitive studies at the U.S. Bureau of Labor Statistics (BLS). Hopefully I can give you some new ideas about recruiting volunteers to fuel your user research. At BLS, we

Why does a Cancer institute need a User Experience lab? Simply put: To learn about their customers—people living with cancer and those who care about them—and build the best possible products with them in mind. “Cancer has a journey and we wanted to create a